Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty.

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

Think Customers

DECEMBER 29, 2015

Consumers' use of mobile devices continues to surge. Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. Just 45 percent of consumers are satisfied with retail mobile applications while just 47 percent say they're satisfied with retail websites, according to a 2015 study by Adobe.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

iPerceptions

DECEMBER 3, 2015

As we enter into December, brand leaders should take a moment to reflect on some of the fascinating customer experience insights that emerged last month. And, with the holiday season in full swing, there's no better time to consider some of the major trends impacting consumer decisions.

Customer Centricity 67

Customer Centricity 2015 Customers Consumers 67

Alida

AUGUST 3, 2016

Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? It’s great to see that others share my struggles and challenges when it comes to understanding today’s consumers.”. Awesomeness. —

2015 167

2015 Workshop Customer Centricity Innovation 167

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. EMC Corporation.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising. Yes, it’s important.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Strativity

MARCH 17, 2015

The keynote presentation: Next Generation Customer Journey Mapping – Actionable, Results-Driving Tools will be delivered by Lior Arussy, one of the world’s top authorities on customer experience and customer-centric transformation.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

iPerceptions

DECEMBER 3, 2015

As we enter into December, brand leaders should take a moment to reflect on some of the fascinating customer experience insights that emerged last month. And, with the holiday season in full swing, there's no better time to consider some of the major trends impacting consumer decisions.

Customer Centricity 48

Customer Centricity 2015 Customers Consumers 48

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

GetFeedback

JULY 11, 2018

Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do. As a result, they overlook the pain points damaging the customer experience. In order to bridge it, you need a clear customer engagement strategy. Try us out for free today.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Beyond Philosophy

NOVEMBER 24, 2014

To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Talkdesk

JANUARY 22, 2015

Especially your resolutions related to customer-centricity. Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In 2015, consumers are busy, well informed and tech-savvy. Video chat.

2015 50

2015 Customer Satisfaction Customer Centricity E Commerce 50

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 103

ROI Customer Experience NPS Financial 103

Second to None

FEBRUARY 22, 2019

They key to success in customer experience understanding the customer and their behavioral patterns. Emotions are innate drivers that exist to “appraise and summarize an experience and inform your actions”, demonstrating a large influence on people’s daily decisions [1]. 2,3] Burns, Megan. Retrieved from Forrester. [4]

Customer Experience 54

Customer Experience Voice of Customer Reference 2015 54

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Win the Customer

AUGUST 9, 2016

It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace. For example, the iPhone 6 Plus is set up for mobile payments and makes on-the-go shopping a breeze for consumers. If you have an email list for your customer base, poll them on which option they would use most.

Consumers 72

Consumers Loyalty Programs 2013 2015 72

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Communities reduce business costs and drive sales.

2015 0

2015 Social Media 2012 Innovation 0

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

CX University

MARCH 29, 2018

As it turns out, customer experience unlocks a radical capability of mapping the customer journey. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution. Customer experience has made a revolutionary discovery.

Customer Experience 86

Customer Experience Touchpoint 2016 Banking 86

Kustomer

DECEMBER 5, 2019

I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer experiences. The Power of a Customer-Centric Platform. Yesterday, we announced our $60M Series E funding round led by Coatue.

Customer Service 98

Customer Service E-support Omnichannel Exceptional Customer Service 98

BirdEye

AUGUST 29, 2023

See Pricing FREE DEMO Table of contents What is customer satisfaction? Why is customer satisfaction important? The 3 C’s of customer satisfaction 14 Ways to improve customer experience How do you measure customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Alida

AUGUST 26, 2016

Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. According to a 2015 Forrester Research report, 81 percent of companies have a support community of some kind. .

Social Media 167

Social Media 2015 Innovation 2014 167

Customer Alignment

APRIL 25, 2017

“If I’d only known that being nice to customers was going to be so good for my business, I would have done it years ago.” So said Michael O’Leary, Ryanair’s CEO as profits jumped 66% in October 2015 following the implementation of a number of customer-led initiatives.

Customer Experience 40

Customer Experience Leadership 2015 Customer Journey Mapping 40

CSM Magazine

MARCH 26, 2020

started in 2015, gives owners assistance in providing care to their dogs. offers the entire customer experience through its mobile app. Making the mobile experience as efficient and functional as possible is a high priority for the company. An intuitive, customer-centric experience was necessary because all of Wag!

Customer Experience 52

Customer Experience 2019 Customers 2015 52

SuiteCX

DECEMBER 20, 2015

As marketers, we are all focused on improving our customer experience and generating more revenue. suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue.

Customer Experience 40

Customer Experience 2015 Social Media Call Center 40

Alida

JULY 5, 2017

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space. It’s not the first food company to embrace the direct-to-consumer model.

Insights 113

Insights Retail 2015 2012 113

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 81

Government Customer Service White Paper 2015 81

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. They have Customer-centric leadership. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. One of the most important emotions that your Experience generates with your Customers is Trust. (Source: Brian Manusama, Gartner.com ).

White Paper 160

White Paper 2014 2015 2012 160

ENGAGE.cx

JULY 9, 2015

The constantly evolving technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. Are they really providing value to the customer? Pretty wild, huh?

Customer Experience 66

Customer Experience Hotels 2014 2025 66

ijgolding

NOVEMBER 12, 2015

However today, I want to focus on the subject of Customer Experience in an industry that on the face of it, appears to be struggling to keep its customers happy. is a HERO when it comes to delivering great Customer Experiences…… or a VILLAIN! As an industry I find the CX on offer so hit and miss.

Customer Experience 88

Customer Experience Social Media Telecommunications 2013 88

Horizon CX

DECEMBER 29, 2014

fundamental essence of Customer Experience, by reflecting on the year behind me. customers and publishing and speaking at conferences, getting into the field of. landing in the role of Customer Experience Manager. customers and publishing and speaking at conferences, getting into the field of.

Customer Experience 40

Customer Experience Customer Centricity 2015 2014 40